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1 NEW ProduCt information

2 Your customers expect you to provide optimal service with maximum availability. We can help. ELSBETH Communication Manager (ECM) is the innovative solution for centralized management of your communication channels and processes in the inbound and outbound sectors. ECM offers high performance, extraordinary flexibility and user-friendly operation. With ECM, you can design and configure your communication processes more efficiently from day one. Depending on your business strategy, you can use ELSBETH CommunicationManager with the Predictive Module (for outbound campaigns), the Inbound Module (for inbound and help desk calls) or with both modules. The Process Designer allows you to flexibly implement complex communication processes and events in your customer communication, no matter which communication channels you want to use. The Process Designer s intuitive user guidance and the clear, structured software interface allow you to quickly set up and implement communication processes without extensive knowledge of programming. This reduces the costs for set-up times and gives you the flexibility you need for dynamic campaigns, while optimizing the quality of your internal and external workflows.

3 Visual Overview of ECM Client Process Designer Admin PSTN & Internet Speech Analytics Inbound Predictive Recording Manager IVR/ACD Data Manager Predictive Dialer CTI Server The more powerful architecture with the three core modules Inbound, Predictive and Process Designer and the numerous embedded functions are all designed to create new sales potential in your customer conversations, to strengthen customer relationships, to increase employee performance and motivation, and to identify and implement potential savings more quickly.

4 ADVANTAGES OF USING ECM Seamless integration into your existing work environments Scalability: from 5 to any number of employees Various telephony protocols for lower costs (TAPI with ISDN or VoIP via SIP standards) Multitenancy Virtual integration of multiple sites Flexible load distribution Extensive reporting templates already integrated at the employee and supervisor levels; as a wallboard updated in real time, or with historic reports Visualization and implementation of complex communication processes and scenarios Process Designer Central administration: implementation and maintenance using the graphical user interface Intuitive operation without knowledge of scripting or programming Clear, comprehensive visualization, modification and configuration of complex communication knowledge Designing and modifying processes using drag-and-drop Integration of telephones, , fax, letters, text messages and social networks Inbound modul Multi-channel unified communications functionality including interfaces Intelligent ACD with integrated multi-channel queue management IVR with self-service automation Automated follow-up satisfaction surveys Free call holding system Integrated switchboard function Call Blending predictive module Market-leading predictive dialer technology Agent Blending Microsoft Exchange interface Geodialing Compliance with the latest regulations in the German Federal Data Protection Act and the German Telecommunications Act

5 Process Designer Excellent processes are the heart and soul of good customer service. Using the Process Designer, you can dynamically design, model and implement all of your business s communication processes and channels in next to no time without any knowledge of programming. You can use the ECM Process Designer to create custom calling scenarios. A call flow describes the process of an incoming or outgoing call. The individual stations of the call flow are identified using processing blocks. These processing blocks are the units in a call flow. They contain functions and conditions. The processing blocks are generally standardized for customer conversations. The ECM Process Designer offers a large selection of ready-made call flows, as well as over 30 blocks for creating your own individual call flows. If you need functions that aren t covered by the standard blocks, you can simply create custom ones yourself and integrate them into the system. ADDITIONAL FUNCTIONS Combined statistics and reporting for inbound and outbound can be expanded with the entire call detail records Freely configurable, flexible IVR with DTMF and Play Wave Wallboard view (service level, call waiting, etc.) Skill-based routing flexible connection options for forecast/pep module queue overflows

6 inbound Modul Flexibility and scalability thanks to state-of-the-art software components. The Inbound Module of ELSBETH Communication Manager is an open, highly integrated telephony system that covers the entire spectrum of modern telecommunications applications. Because the system consists primarily of software components, it is extraordinarily flexible and allows fast, cost-effective integration for a wide variety of requirements in numerous IT/telecommunications environments. The system s areas of application range from simple private branch exchanges and call center solutions that focus on inbound and help desk applications, to highly complex automatic voice dialog systems. INBOUND FUNCTIONALITY Intelligent automatic call distribution (ACD) including - Importing individual call waiting announcements and music - Skill based routing: individual calls are assigned to the employees who have the most experience in the relevant area. Full telephone system functionality Automatic number identification (ANI): enables you to identify customers and their data and handle their call appropriately. Dialed Number Identification Service (DNIS): informs you of the number the customer dialed. Interactive voice response (IVR): voice dialog system based on DTMF and ASR

7 predictive Modul Guaranteed cost-effectiveness. s Predictive Module provides call center agents with a constant supply of calls. An intelligent algorithm sets up new calls in the background even before the effective processing period for the current call has ended. If the agent signals readiness for the next customer by closing the processing screen, a contact that was previously set up is put straight through to the available agent. At the same time, the Predictive Module ensures that only real callers are put through to the agent, so that he or she can concentrate fully on contact with customers. The module is based on an algorithm that uses various parameters to calculate the optimal point in time for new dialing attempts. This ensures that the next connection is made exactly at the moment when an agent becomes available again. In addition to the intelligent dialing process, ECM also features the most advanced answering machine detection on the market. ADDITIONAL FUNCTIONS Coaching function Support for agents from the team leader, project manager or supervisor in various modules Automated calling/assignment of calls to agents Call forwarding and conferences Agents can forward calls to others (experts for specific questions) Campaign performance management with the predictive dialing algorithm

8 ELSBETH Product Family (ECM) ELSBETH PowerContact (EPC) ELSBETH VocalCoach (EVC) is the innovative solution for central is the user-friendly complete solution The unique software solution for fully management of your communication for the effective and efficient imple- automated quality assurance and call channels and processes. The main ad- mentation and management of telepho- optimisation. ELSBETH VocalCoach is vantages of ECM are its extraordinary ne campaigns. Its use of the internet is capable of using phrases, keywords and flexibility and user-friendly options for a standout feature that allows virtual dialog pairs to analyse recorded calls configuring and designing communi- teams from several locations to work to- plus assessing speech clarity and intelli- cation processes. Depending on your gether over the Internet. Together with gibility. With EPC and ECM, the analysis business strategy, you can use ELS- the reporting function, a large number can take place live the results can be BETH CommunicationManager with the of on-demand scenarios are easy to im- displayed during the call itself. This is Predictive Module (for outbound), the plement. An extensive reporting system the beginning of a new era for contact Inbound Module (for inbound and help simplifies the detailed evaluation of centre service providers and in-house desk calls) or with both modules. The individual campaigns. Preferred areas contact centres in the field of company- Process Designer allows you to flexibly of application: Market research/polls, wide quality assurance. Preferred areas implement complex communication telesales, scheduling and calendar ma- of application: Quality assurance and processes and events in your customer nagement. optimisation for campaigns, agent communication. coaching, documentation of business transactions. SaaS With ELSBETH ondemand, IT Sonix offers you its market-leading communication solutions on demand via its own ondemand platform. We operate our own servers at several sites. ELSBETH PowerContact, ELSBETH PredictiveDialer and ELSBETH Voice & Data Recorder can be preconfigured to meet your demands. Setup usually takes place within 72 hours. Usage can be invoiced by the minute or as a flat monthly rate. IT Sonix AG Telefon: +49 (0)

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